www.intermesh.net IndiaMART InterMESH Ltd Noida : Customer Care Executive

[muthukalee]

Customer Care Executive - Noida

Job Summary :
He/she should be customer-oriented with the passion to serve and understand customer's needs and should be responsible for making sure that customer related activities are done within stipulated time frame.

Qualification :Graduate/Post Graduate

Experience :
* 1-2 years of experience in call centre/BPO industry.

Candidate Profile :
* Should be a team player with positive work attitude (has a pleasant disposition and personality).
* Possess excellent interpersonal and communication skills.
* Must have great attention to details and customer service; ability to build rapport with customers and understand their needs.
* Must be independent and possess excellent solving skill for customer enquiries and feedback.
* Must have marketing skills as well as convincing power.
* Must have targeted approach.

Job Profile :
* Servicing existing clients through phone and email only and nsure their satisfaction with the services of Indiamart.
* Maintaining good rapport with the client by offering timely information, support in making updates/changes in catalog, liasioning with the promotion team to ensure relevant & more business enquiries.
* Convincing the clients for upgrades and renewal of services through :
* Explaining new/improved services.
* Generating appointments from them for the Client Servicing team.
* Offering all support to the client servicing team for upgrading the client for new services.
* Preparation of daily call report & appointment generation report.
* Tracking all WIP cases & coordinate for getting the work completed & hosted.
* Tracking all renewals and ensuring that we renew all subscriptions.
* Achieve targets as specified from time to time.

Apply:http://www.intermesh.net/apply.html?...ve%20-%20Noida

About us :
Our customers have always found an integrated business promotion solution more valuable than a simple web presence. Driven by this preference of our customers, we have built ourselves on the key pillars of smart people & smart solutions for business promotion. We have developed an integrated solution delivery framework which incorporates B2B marketplaces, internet technology and industry knowledge.IIL's first B2B marketplace - IndiaMART.com, marked the beginning of online presence of Indian businesses for a global exposure. We today serve our customers through a network of over 100 industry / product marketplaces, making us the largest network of integrated B2B marketplaces from India.

Contact us :
IndiaMART InterMESH Limited
B-1, Sector - 8, NOIDA
Uttar Pradesh, INDIA PIN - 201 301
Phone : +(91)-(120)-6777777, 3911000
Fax : +(91)-(120)-2424943
http://www.intermesh.net

[Guest]

I AM PUSHPENDRA KUMAR VISHWAKARMA & I AM LIVING THIS TIME IN SATNA,

[Guest-IJT]

HI,

Greetings, pls find enclosed my resume for Manager Quality
My current CTC is 4.75 lacs
Expected : -Negotiable

at Present working in Reliance as a Asst Manager Quality for North India,

Having exposure is Front office CDMA/GSM and DTH business.
Back office management including Documentation management and complaint management
Proficient in MS Excel, Access and Power point.

Look forward to your positive response.

Thanks and regards
Nitesh Dubey
09316867803


CV

RESUME
Nitesh Kumar Dubey
Indore, M.P
Mob : - 07898919399/09316867803
Email : - dubey.nitesh AT gmail.com

Profile
A result oriented individual with 7 years of experience, 1.2 years experience in Reliance Communication as Asst Manager Quality : - North/Central Zone(CDMA/GSM/DTH/RTL Smart) since Jan 2009 till May-2010, 1 year experience as AM (Quality North India): - Document and Complaint Management, 1 year as Complaints Process Manager in I-Smart global Private limited (service partner Tata tele services) and 3 years of experience as Senior OSD Executive (Team Leader) in Bharti Televentures (Airtel UP-West)

Professional Experience :

Reliance Communication Jan’09 to May’10
Designation : Assistant Manager Quality: - North/Central India (Reliance BPO Private Limited)
Function/Department : Quality.
Job Responsibilities :

1. Transaction Monitoring & Routine reports
- Coverage, No. of processes & time coverage got affected due to QME error
- Regular Quality / Transaction monitoring MIS,
- Other routine reports

2. Control over processes
- QME to QME variation
- Gauge R&R study and the corrective actions taken
- Monitoring of monitored transactions /calls, 5 TT evaluations / 5 e-mail evaluations
- Audits (Call disconnection audits, Call transfer audits & corrective actions.

3. Improving Customer Experience (Call Quality / SR resolution / CSAT / FTR ) and Improving Operational metric
- No. of process changes implemented
- Complete Customer exp studies.
- Dissatisfied Customer exp. studies.
- IVR evaluations & corrections implemented.
- FTR analysis & conversion of analysis into actionable.
- Team's role in improving Operational metric. CSAT / FTR - Circle / process wise Target Vs. actual

4. Spl. projects / specific assignments
- Consistency in Repeat call, Repeat SR analysis, reporting and closing the loop.
- Benchmarking studies - conducted, reported, No. of improvements implemented through other depts.
- Any special analysis conducted, completed with clear evidence of process changes implemented & improvement in any of the metrics
- training / calibration session for new QMEs / new TLs / new ATLs

5. Change Management / Initiatives implemented
- Effectiveness & efficiency in taking over & handling of new processes from other QMs or new processes implemented.
- Improvement (or may be deterioration) shown compared to previous period / previous QMs tenure in that process.
- Changes in TM process (changes in TM parameters / attributes, frequency of monitoring, etc). - Tracking the effectiveness of the change, over Customer Experience or improvement in Operational metrics.
- Changes in the way of analyze CSAT / FTR / Repeat SR - - Tracking the effectiveness of the change, over Customer Experience or improvement in Operational metrics.

6. QME development
- No. of QMEs in PMS qualifying list - month after month
- No. of QMEs promoted
- No. of QMEs attrited (including lateral transfer) with reasons
- No. of QMEs trained on new skills (multi skilling)

Achievements
- In CDMA Fatal error% improved from 45% to 4.86% against the benchmark of 5%
- In GSM Fatal error% improved from 52% to 5.65% against the benchmark of 5%
-


Working Platform :
- Clarify
- UCS
- RCRM
- NICE
- Nortel
- Intranet
- Disha

Vendor Management (Competent Chandigarh and Spanco Gurgaon)
Objectives :
- Improving Customer Experience
- Standardization of process between DAKC and Vendor locations
- Development of vendors to meet set standards

Roles in Managing the RBPO Vendor location at Chandigarh and Gurgaon

- Ensure Transaction Monitoring of calls, SRs as per the sample size requirement and coverage to be done by the vendor. Carry out audit and address gaps in monitoring done by vendor QMEs / TLs.
- Ensure effectiveness of Briefings, Feedbacks, and Coaching done by the vendor to improve Customer experience, C sat and reduce the Mafi rate.
- Ensure timely release of reports by the vendors. Address issue and timeline variations with the vendor.
- Reduce the gap and variations in the evaluations carried out at the vendor location (MAFI and Communications score gaps). Carry out monitoring of monitored calls (daily 5 nos.) to ensure integrity in Vendor monitoring.
- Be a standard for the calls calibration and participate in calibrations with the vendor and RBPO reps at DAKC (Note : sample monitoring will be done from DAKC to ensure that Vendor SLAs are met). Ensure call calibration between Vendor and RBPO QMEs through-
o Calibration of new QMEs /TLs
o Weekly discussion calibration
- Carry out special audits to arrest – call disconnection (CDR Check), Asked to call back, Wrong transfers.
- Highlight and implement process improvement suggestions / inputs coming from vendor
- Support rollout of new processes and transitioning of processes at vendor locations
- Provide feedback to the vendor wrt Quality performance improvement and support implementation of corrective and preventive actions. Provide coaching and inputs to vendor TLs, Managers for providing effective feedbacks.
- Take actions to improve customer experience based on input data from Satisfaction surveys, feedbacks
- Identifying Process, Intranet, CSR related gaps during TM and suggest changes/ follow-up to eliminate them
- Participating and leading projects for C sat /FTR Improvement/ Call reduction etc




Ismart global private Limited- Oct’07-Jan’09
Designation : Assistant Manager: Quality North India (TTSL)
Function/Department : Caf management, Complaint's management
Job Responsibilities :

Handling a team of 52 members, 1TL's and 3 ATL's to achieve
100% login and order entry scores for Business Excellence.

- Drive process operational excellence on Quality, Process Improvement, Delivery, Productivity Work and Cost Optimization Initiatives with process teams to achieve process goals
- Run and mentor projects with a view to improve quality, productivity and better controls in the process.
- Developed Training program to achieve 100% Quality Check on every process.
- Conducting Refresher training for new updates on process and to improve performance.
- Submission of CAF for Weekly BE (Business Excellence) Audit.
- Attending Calibration on weekly Basis on all the process
- Publish reports like Error, Rejection, Quality Audit and Scanning Audit reports with client and discuss for action plans.
- Incubation of QC in all new processes.
- Generating Reports and Presentations based on the monthly performance. Also setting targets, preparing Action Plans and putting them to practice.
- 95% of Complaint management scores for Business Excellence.
- Conducting Calibration sessions both Internal and External.
- Interacting with the Client on day to day basis to fill in process gaps and fulfill Client requirements.
- Formulate Action plans, in case of non-compliance, quality related issues and facilitate the Team Leaders to implement such plans.
- Implement the quality strategy to ensure the business objectives are met.
- Maintaining CSA's performance report and Monthly performance index.
- Working on focus group and help the lower performers to come up the learning curve
- Yellow belt projects to fill in operational loop holes


Ismart global private Limited- Sept 2006 - Oct 2007
Designation : Process manager: Complaints North India
Function/Department : Complaint's management
Job Responsibilities :
Handled a team of 23 members and 3 TL's to achieve

- CPS : - Complaint's per subscriber of 0.5%
- SLA : - Service level agreement of 95%
- Repeat Complaint's of 1.9
- Maintaining and Reporting Management Information Systems (MIS)
- Customer satisfaction of 95%
- Internal and external audit scores of 95%
- Call Quality, Customer Satisfaction and Productivity Audit in order to enhance process' quality performance contributing to customer satisfaction
- 100% SR Audit to ensure correct raising closure, close looping of cases
- SR Analysis to keep track of Daily complaint flow in order to achieve CPS and Customer Satisfaction
- Analyzing processes and Bring out the plans to fill the loopholes to increase the efficiency of the process which in turn leads to Customer Satisfaction
- Analysis and implementation of corrective action plan to ensure the desired level customer satisfaction.

Working Platform :
- Tipps
- HLR
- IN

Achievements
- Best employee Award from Tata Tele services for the year 2006-07
- Six sigma yellow belt from Tata Tele services for achieving Customer satisfaction in PB to 98% from 55%
- Achieved Customer satisfaction up to 98% in all across North India from April'07 till date.
Bharti Tele ventures Airtel (UP-West) - Sept 2003 - Sept 2006
Designation : Senior OSD Executive (Team Leader)
Function/Department : Service Assurance
Job Responsibilities :
Collate and analyze data for

- Call Quality, Customer Satisfaction and Productivity Audit in order to enhance process' quality performance contributing to customer satisfaction
- 100% AR Audit to ensure correct raising closure, close looping of cases
- Analyzing Different process and bring out corrective measures for existing weaknesses and loopholes
- Maintaining and Reporting Management Information Systems (MIS)
- Conducting Training Sessions for the Zonal FSOs, Outbound team and Customer Care Executives
Achievement

- Best employee Award from Airtel Bharti limited for the year 2005-06
Technical Skills
Operating Systems : Windows 98, Windows NT/XP/ME, DOS, Installation/Troubleshooting
DBMS/RDBMS : Oracle 8, 9i, Ms - Access
Language : C, C++, Java, VB, ASP, HTML, Python
Other Tools : SQL* Plus, Ms Office, Internet, Email
Networking : LAN/MAN/WAN implementation, Maintenance and Troubleshooting

Academic Qualifications
Graduate from Meerut University.
Diploma in Computer Science and Engineering, 2000-03, Bangalore
XII from CBSE -2000
X from CBSE - 1998

Date of Birth : 22nd July 1982

[Guest]

Hi,

My name is Mohd.Nadeem I am working with Vcustomer in Indiamart inbound process also i was having 4 year experince of Bpo industry of inbound process so could be please tell me the process of interview in indiamart. My contact details are below mentioned: